Holiday Inn Jackson NW - Airport Road by IHG

I booked a room for my parents on Christmas night. When we first went in after check-in, the tub stopper was down and the dripping water had filled the tub. I told the front desk and asked them to fix it after checkout. After our holiday party, my parents returned to a room that was only 64° even though the thermostat was set to 75°. The front desk employee said three other rooms had the same issue and there was no maintenance person on site. When they asked to move, they were told there were no rooms available. They tried to make it work, but by 1 a.m. they were too cold and frustrated by the lack of help. They told the employee they were leaving and drove four hours back to Chicago in the middle of the night. I’ve been trying to reach GM Lori since 12/26 to get a refund for the shortened stay, but none of my many messages have been returned. Each time I call, I hear she’s not feeling well, hasn’t arrived, was supposed to be there but isn’t, or is at a funeral. I complained to IHG. When I called them for an update because Lori hadn’t called, they said Lori claimed she’d called me and we’d spoken. That is absolutely not true. She also said the heat worked fine, even though she wasn’t there, so how could she know? I went to the hotel on Saturday to look for her, but she wasn’t there. Someone else was also there trying to find Lori about a refund. This place clearly lacks management. My parents are seniors, and the lack of heat when temperatures were below freezing raises an elder abuse concern. If needed, I have the health department contact ready. Lori, I suggest you contact me.

We booked three nights at $112 per night plus tax, for a total of $359.64. At checkout, the desk employee couldn’t give me a receipt. Days later, I saw a $941.45 withdrawal from the hotel on my bank statement, an overcharge of $581. Holiday Inn billing told me after several calls that the final rate was $280.31 a night and that there seemed to be a rate problem. But when I contacted the General Manager, she emailed instead of returning my call and said the amount was correct for the dates, room type, and services. The most expensive room listed on the hotel website was $181 a night. Holiday Inn took no accountability. Watch out for overcharging here.

The rooms were a bit small but not terrible, and could definitely use a better cleaning. Our door lock didn’t work, and the ice machine was broken. There’s no free breakfast, something even the cheapest places usually offer. This wasn’t the worst hotel, but it could be a lot better.

I travel for work and usually stay at Holiday Inns, so I’m comparing this one with the others I’ve been to. It’s one of the best so far, especially because the staff are so good.